Almost 2 in 5 find it difficult to understand information from public services
Research released Friday 23 September 2011 revealed that difficulties exist amongst sectors of the Irish population when it comes to understanding information from public services and government bodies. Although the majority of participants had a level of understanding of terms like ‘pro rata’ and ‘in lieu of’, younger participants in particular appeared to have a lesser understanding of these words.
The research, commissioned by the National Adult Literacy Agency (NALA), found that almost 39% (2 in 5) found it difficult or very difficult to understand information from public services and government bodies. This increased to 47% for participants aged 18-24.
Just over 61% (three fifths) of participants knew that the term pro rata meant ‘a proportion of’. A lack of understanding of the term ‘pro rata’ was most common amongst younger participants aged 18-24 (39%). Similarly, almost a third (33%) of 18 - 24 year olds struggled with the meaning of the word ‘stakeholder’.
The research was released as part of National Adult Literacy Awareness Week to promote the use of plain English at a training day for people working in the public sector.
“Plain English can help the public sector become more efficient because clearer information is more likely to save time, money and possible frustration that might otherwise be involved in making repeated requests for information, clarifying misunderstandings or contesting legal agreements that may be misinterpreted. It's only fair - giving people the information they need in language they understand enables them to make informed choices, access their entitlements and meet their legal duties,” said Inez Bailey, Director, National Adult Literacy Agency.
Excellence Ireland Quality Association join forces with NALA to promote plain English
Details of a new agreement between Excellence Ireland Quality Association (EIQA) and NALA to promote plain English were also. The EIQA is the leading professional association for the advancement of quality practices in Ireland. As part of the agreement with NALA they will promote the use of plain English with their 2,500 members and ensure that their auditors and assessors are trained in plain English writing skills.
“At the heart of all Q Mark programmes is the principal of continuous improvement. The Q Mark report and recommendations have influenced many changes in Irish businesses. We are confident that our association with NALA will further promote the use of plain English,” said Irene Collins, Managing Director, EIQA.
“With an estimated one in four adults having a significant literacy difficulty, the public sector and government bodies face particular challenges in ensuring that people can understand and use their services. One step in the right direction is to use plain English and we are delighted to join forces with Excellence Ireland to promote the benefits of using it,” said Inez Bailey, Director, National Adult Literacy Agency.
Plain English is a style of presenting information that helps someone understand it the first time they read or hear it. It’s about putting yourself in your reader’s or listener’s shoes to identify what information they need to know, how best to present that information and how to rephrase any specialised terms in plain language. Equally, when requesting information, using plain English means asking precise questions in everyday language and in a logical order that avoids repetition.
For further information please contact:
Clare McNally, 01 4127909 / 087 6486292.
The National Adult Literacy Agency:
The National Adult Literacy Agency is an independent membership organisation, concerned with developing policy, advocacy, research and offering advisory services in adult literacy work in Ireland. NALA was established in 1980 and has campaigned since then for the recognition of, and responses to, the adult literacy issue in Ireland. According to the last international adult literacy survey, one in four Irish adults has difficulties with everyday reading and writing.
With this in mind, a lot of NALA’s work involves developing policies and practices that reduce literacy-related barriers to accessing information – specifically in public services. This has involved working with a number of Government Departments in producing publications in plain English and delivering training to their staff. As its focus is on everyday language, plain English is a style of presenting information that helps someone understand it the first time they read or hear it.
For example, Children’s University Hospital, Temple Street has recently started working with NALA to promote the concept health literacy within the hospital with the aim of improving communication between the hospital and service users. Health literacy involves us being able to understand basic health information whether we receive it in writing, in person or over the phone. “One of the initiatives involves delivering health literacy awareness information sessions to staff to support the development of appropriate written communication within the hospital,” said Mo Durkham, Head of Communications, Children's University Hospital.
Findings from research:
Understanding Public Services :
- Almost 39% (2 in 5) found it difficult or very difficult to understand information from public services and government bodies.
- 47% of participants aged 18 - 24 found information from public services and government bodies either difficult or very difficult to understand.
- This was significantly higher than their older counterparts aged 45+ (26%).
- 43% of participants from the rest of Leinster found information from public services and government bodies either difficult or very difficult to understand.
- This was significantly higher than their counterparts from Dublin (34%).
- Almost a third (30%) of participants have misunderstood some information, but there haven’t been any serious consequences as they have been able to ask somebody.
Effect of misunderstanding:
- 7% of participants have been anxious and distressed from misunderstanding a letter, leaflet or other piece of information from a public service.
- 36% of participants aged 18 - 24 have misunderstood some information, but there haven’t been any serious consequences as they have been able to ask somebody.
- This was significantly higher than their older counterparts aged 45+ (15%).
Understanding Terms and Phrases
- 61% of participants knew that the term pro rata meant ‘a proportion of’.
- A lack of understanding of the term ‘pro rata’ was most common amongst younger participants aged 18-24 (39%).
- A lack of understanding of the term ‘pro rata’ was slightly more common amongst female participants (59%) compared to their male counterparts (63%).
- 68% of participants from Dublin knew that ‘pro rata’ meant a proportion of.
- This was significantly higher than their counterparts from Munster (53%).
- 89% knew that the phrase ‘in lieu’ of meant ‘instead’.
- The majority of participants aged 35+ (96%) knew that the phrase in lieu of meant ‘instead’. This was significantly higher than their younger counterparts aged 18-24 (74%).
Stakeholder meaning
- 81% of participants knew that a stakeholder was a person with an interest in a plan or project.
- 88% of participants aged 35+ knew that a stakeholder was a person with an interest in a plan or project.
- This was significantly higher than their younger counterparts aged 18 - 24 (67%).
